Send us a text1: SPICED Beyond Sales: The Customer Success Framework for Understanding NeedsDe'Edra opens by redefining SPICED as more than just a sales methodology, it's a comprehensive framework for understanding customer needs throughout the entire journey. "If I have to distill it down to a really a concise ideology for lack of a better term, it's understanding your customers needs... So that's the situation. And then what's that pain point? What is that? One thing that your product or solution is going to allow your customer to be successful. And then what's the impact if they don't address that particular pain point?"2: From QBRs to COREs: Revolutionizing Customer EngagementA breakthrough moment in the conversation comes when De'Edra introduces her alternative to traditional Quarterly Business Reviews—Customer Objective Reviews (COREs)."I did away with QBRs. Customers don't like them, and they're an incredibly laborious process... I do what's called a customer objective review. It's called a CORE. And the difference is... customers showed up. They were engaged, and they were willing to have a very thought provoking conversation that yielded a tremendous amount of results."CORE framework focuses on three critical elements: the customer's goals and KPIs tied to your solution, their technical roadmap, and what's working well versus opportunities for improvement. This approach transforms vendor relationships into true partnerships.3: The Four-Phase Customer Journey: From Alignment to AdvocacyDe'Edra breaks down her systematic approach to customer success through four distinct phases built into their CRM workflow."We actually built out a customer journey that started with 4 phases. The 1st phase is the align phase... and that's documenting their desired business outcomes. Building out that sort of situational piece... once that became a high probability of close, it would automatically kick it into what we call the onboarding phase."The four phases: Align, Onboard, Engage, and Advocate, create a structured path that ensures no customer falls through the cracks while maximizing opportunities for retention and expansion at each stage.4: The Value Driver Mindset: Redefining Customer Success as Revenue GenerationOne of the most powerful themes is De'Edra's approach to positioning customer success professionals as value drivers rather than cost centers."We are not salespeople. However, we are the owner of a revenue metric... we are value drivers, and when you identify value opportunities for your customers, you're not selling to them, you are presenting them with the opportunity to optimize the solution that they've already purchased."This mindset shift is crucial for customer success teams who struggle with the perception that they're "not salespeople" while still being expected to drive revenue outcomes.5: The Human-First Strategy: Balancing Automation with High-Touch RelationshipsDe'Edra addresses the critical balance between scalable automation and meaningful human interaction in today's hybrid GTM world."That's the difference between being a vendor and being a partner... if you really want true engagement, if you really want to drive value for your customers. You've got to identify... ICPs that really need that human interaction because it's going to drive retention. It's going to reduce and minimize churn."She outlines three critical touchpoints that require human interaction: onboarding for enterprise customers,Support the showLearn more at www.forceandfrictionpodcast.com

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